Capability Lead, Customer Success & Onboarding

SmartRecruiters, Inc.; Auckland; Hybrid; NZD 80,000 - 120,000; Full time

Job summary

WM New Zealand is seeking a practical, people‑focused Capability Lead to shape learning, onboarding and development across Customer Success. You will translate complex operations into clear learning that helps new starters reach independent performance sooner and supports ongoing growth for existing teams.

Reporting to the Head of Customer Success, you will own the end‑to‑end learning approach in the contact centre, partnering with frontline teams and SMEs to deliver practical solutions and

Qualifications

• Experience in instructional design, workplace learning, capability development or training delivery.
• Experience developing onboarding programmes, competency frameworks or structured development pathways.
• Strong facilitation, coaching and stakeholder engagement skills.
• The ability to simplify complex operational information and create practical assessments and resources.
• Strong communication, planning and organisation skills, with confidence working in a fast-paced environment.
• Experience in customer service or a contact centre, business transformation, system implementation, digital learning tools or a relevant adult learning qualification would be an advantage.

Responsibilities

• Lead onboarding and capability pathways by designing onboarding and learning pathways from day one to confident, independent performance.
• Turn complex processes into blended learning, including facilitated sessions, digital content, coaching and supported practice.
• Create practical guides, job aids and assessments using real scenarios, feedback and performance insights to improve learning.
• Deliver engaging learning and partner with leaders to identify capability gaps and performance opportunities.
• Coach Team Leaders and equip them with practical tools to assess capability, provide useful feedback and support development.
• Change and continuous improvement; assess learning impact of business change and develop support that helps new practices stick.
• Gather feedback, remove barriers and keep learning materials accurate, accessible and effective.

Skills

Instructional design

Workplace learning

Capability development

Training delivery

Facilitation

Coaching

Stakeholder engagement

Communication

Planning

Organisation

Customer service / contact centre

Education

Adult learning qualification

Tools

Digital learning tools

Job description

WM New Zealand is seeking a practical, people‑focused Capability Lead to shape learning, onboarding and development across Customer Success. You will translate complex operations into clear learning that helps new starters reach independent performance sooner and supports ongoing growth for existing teams.

Reporting to the Head of Customer Success, you will own the end‑to‑end learning approach in the contact centre, partnering with frontline teams and SMEs to deliver practical solutions and